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Original topic:

Guide button stopped working

(Topic created on: 11-08-2022 07:12 PM)
pash02
Journeyman
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TV

Hi I have a QE50QN94A 

The guide button on the standard  samsung remote control that came with the TV  has stopped working all the other buttons  work fine.

The Tv is only a few months old.

Help please

 

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AndrewL
Moderator
Moderator
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TV

@pash02: I'm sorry to hear that you have encountered this issue. Is the button sticking at all when you press it? Have you tried changing the batteries in the remote to see if this helps? Please be aware that the Guide button will only work with broadcasts received via a terrestrial aerial connection, and won't work with any external devices you have connected to the TV. 

If the TV is only a few months old, then you do have the option of reaching out to our Help Desk to arrange a warranty replacement remote. To do this, head to samsung.com > Scroll to the bottom of the page > Contact us, and get in touch via your preferred channel. Please have proof of purchase to hand, as this will be required to to authenticate your ownership. In the meantime, you can access the Guide by clicking in the channel up/down button on the Smart Remote, or heading to Home > Live TV > Guide. You can also utilise the Voice Assistant feature by pressing the microphone button on the Smart Remote and saying "Guide". I hope this helps. 

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Solution
AndrewL
Moderator
Moderator
Options
TV

@pash02: I'm sorry to hear that you have encountered this issue. Is the button sticking at all when you press it? Have you tried changing the batteries in the remote to see if this helps? Please be aware that the Guide button will only work with broadcasts received via a terrestrial aerial connection, and won't work with any external devices you have connected to the TV. 

If the TV is only a few months old, then you do have the option of reaching out to our Help Desk to arrange a warranty replacement remote. To do this, head to samsung.com > Scroll to the bottom of the page > Contact us, and get in touch via your preferred channel. Please have proof of purchase to hand, as this will be required to to authenticate your ownership. In the meantime, you can access the Guide by clicking in the channel up/down button on the Smart Remote, or heading to Home > Live TV > Guide. You can also utilise the Voice Assistant feature by pressing the microphone button on the Smart Remote and saying "Guide". I hope this helps.